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Service Agreement Information Kit for Funded Organisations

3.3.1 Quality of service delivery

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Organisations will deliver the services in accordance with the Service Agreement. This includes, but is not limited to:

  • delivering the services in a timely and efficient manner using the standard of care and foresight expected of an experienced provider
  • acting in accordance with the highest applicable professional ethics, principles and standards
  • demonstrating a commitment to ethical practices and behaviours, and implementing these practices through appropriate training and monitoring.

Schedule 2 and 3 (where applicable) set out the services to be delivered, including data collection and performance targets. Further obligations are set out in departmental policy and funding guidelines:

When delivering the services, the organisation is required to comply with (among other things):

  • all standards as gazetted under applicable Acts and standards endorsed by the department;
  • all applicable departmental policies, including those related to service specific requirements (including those listed in Schedule 1);
  • performance targets (as listed in Schedule 2 and 3);  
  • laws including those related to fire protection, industrial relations, employment, health, general safety and taxation.

Access to Applicable Departmental Policies

The department will provide the organisation with access to all applicable departmental policies and standards. Some of these applicable policies are detailed in this Kit. The Funded Agency Channel (external link, opens in a new window), the Department of Health and Human Services (opens in a new window) and the Department of Education and Training (external link, opens in a new window) web sites also provide links to this information.

Accreditation and registration requirements

Organisations need to gain and maintain the accreditation or registration required to deliver services, including those required by the department within applicable departmental policies. Registration under specific legislation is required for the delivery of some services. For the Department of Health and Human Services funded organisations, 'registration' includes registration under the Children, Youth and Families Act 2005 (Vic) and the Disability Act 2006 (Vic). For the Department of Education and Training, 'registration' includes approval under the Educational and Care Services National Law Act 2010 (Vic).

Notification to the department and provision of information

An organisation must inform the department and provide information about all matters that the department should reasonably be made aware of. This may include for example, an incident involving a person receiving a service, or an issue that impacts on the delivery or sustainability of service, or the ability of an organisation to meet its obligation under the Service Agreement. Certain applicable departmental policies may also deal with certain matters that the department must be made aware of or certain information that must be provided to the department.